Senior Workforce Management Specialist

Position: Senior Workforce Management Specialist Role
Drive performance and analytics at HUB International as a Senior Workforce Management Specialist. This position focuses on enhancing contact center operations through skilled forecasting and real-time management.

As a crucial player in HUB’s Business Operations, you’ll align team schedules with demand, leverage analytics for performance insights, and refine service levels. Your expertise will enable effective decision-making and improve overall operational capacity, impacting the client experience positively.

Key Responsibilities:

• Maintain accurate staffing schedules aligned with service goals

• Analyze call volumes and provide actionable insights

• Monitor service thresholds and execute real-time staffing changes

• Administer the contact center platform and innovate system functionalities

• Partner with leadership to develop and track performance metrics

Requirements:

• Minimum 7 years of hands-on Workforce Management experience

• Familiarity with NICE CXone and advanced data analysis tools

• Strong communication and relationship-building skills

• Ability to manage multiple projects effectively

• Experience in the insurance sector is an asset

Leverage your strength in Workforce Management at HUB, ensuring effective operations and superior client service.
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